Bilingual Client Support Analyst at Punchh

Position Description: 

The Support Analyst, Level 1 is primarily responsible for caring for and supporting our clients that use Data Central as part of their daily routine inside of their restaurants. Our software is a back-office solution for restaurants that provides functionality around cost of goods, scheduling, payroll, reporting and many other operational purposes. The most important and first task you will be responsible for is learning our software to become a subject matter expert, which will allow you to provide exceptional service to our clients. You will also resolve issues or address concerns directly with clients and work with others in a team environment. Our company highly values collaboration, teamwork, and positive attitudes.  A successful candidate will have outstanding oral and written communication skills with a strong passion to learn and solve problems. Candidates must also be bi-lingual with the ability to speak, read, and write in both English and French (Quebec). 

The ideal applicant will have a restaurant management background with some experience working with POS and/or back-office programs. You may have been described as the “go-to person” in your company and have enjoyed picking up new technologies.

Position Location: (Remote) Canada

Reports To: Concierge Services Manager

What We’re Looking For:

Entrees (Requirements):

• An unreasonably strong customer service heart
• Excellent written communication skills (70% email support)
• Strong verbal communication skills (30% phone support)
• A passion for continued education (growing both technical and interpersonal skills)
• A problem solver who enjoys finding solutions
• Enjoyment working on a successful team
• Must be self-motivated with the ability to work independently as well as with a team
• Experience writing simple instructions for complex topics
• Attention to small details with the ability to see the larger picture
• Goal-oriented with the desire to succeed
• Highly developed attention to detail and organizational skills
• Ability to cross-train to other functions as necessary
• Comfortable in a dynamic, agile atmosphere of a technical organization with an expanding customer base
• Skill with Microsoft Office products, specifically basic Microsoft Excel knowledge (filtering, sorting, and analyzing data)

With a side of (additional skills):

• Technical degree, certifications or equivalent experience preferred
• 2 - 3 years’ experience working with technology in the Hospitality industry preferred
• Previous restaurant management experience preferred
• Comfortable in a dynamic, agile atmosphere of a technical organization with an expanding customer base

Unleash your potential: What you will be doing and owning:

• Work with Senior Analysts, Team Leads, and Management who will provide oversight and guidance to assist with the day-to-day duties you’ll be responsible for performing
• Receive calls for support requests from restaurant managers experiencing challenges utilizing Data Central in their day-to-day operations
• Receive and interpret support requests via email from restaurant managers experiencing challenges utilizing Data Central in their day-to-day operations
• Promptly answer incoming client calls and respond to emails in a polite and professional manner
• Send emailed resolutions and or detailed step by step instructions in response to support requests
• Create, manage, and prioritize support requests through our ticket tracking software, AutoTask
• Work in a highly collaborative environment where team problem solving via group chats and internal support sessions is required
• Contribute articles to internal knowledgebase for future support requests and standardized support replies
• Upload relevant information to internal Sharepoint page to keep all internal tracking systems up to date
• Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, Sharepoint, Outlook, etc.), RightAnswers, and AutoTask
• Perform miscellaneous job-related duties as assigned
• Work closely and coordinate as needed with the Concierge Services team on shared clients

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the Team (via MS Teams)

Compensation:

The base salary range for this position is $45,200 to $70,000 CAD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

Perks and Benefits Hot Off the Grill:

• Unlimited PTO (Exempt Employees)
• 3+ weeks/ year of Vacation/ PTO (Non-exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match